Digital Presence and Support
The 3 Dimensions
Digital Presence and Support
Focus on How the organization presents itself digitally and supports customers across channels.
Activities & Assessments
- Accessibility Audit → WCAG 2.1 / 2.2 conformance.
- Digital Content Review → Evaluate HTML and assets content, broken experience and authoring guidelines.
- Assess Support Maturity → Self‑service coverage, knowledge base quality, automation and AI usage, routing and SLA performance.
- Onmi-channel CX Review → Review end‑to‑end journeys, channel handoffs, and friction points and produces to increase conversion and reduce support costs.
Executive Summary
It focuses on identifying and removing friction across digital channels, ensuring compliance with accessibility standards, and elevating support maturity through better self-service, automation, and knowledge management. The outcome is a prioritized short-term remediation plan backed by a clear business case, designed to increase conversion, reduce support costs, and expand reach to all users. A rapid healthcheck delivers an executive scorecard and sets the foundation for measurable improvements.